Ealing Office

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good.This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care. The service was previously in breach of a legal regulation in relation to good governance. Improvements were found at this assessment and the provider was no longer in breach of this regulation.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.The provider had a clear vision, and staff could describe the values of the service. This leadership approach contributed to improved staff morale and consistent delivery of person centred care.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. The leadership team had a good understanding of their roles and responsibilities. Staff we spoke with told us they felt supported by the leadership team and were comfortable to raise any concerns without any fear of consequences.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The provider has an effective system in place for anyone to raise concerns. Staff and people told us they would raise concerns and felt they would be addressed. Procedures and policies were in place to offer guidance to staff when needed.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. The provider actively promoted diversity. There was a clear and effective system in place to ensure staff were supported in their role considering their individual needs. For example, during a religious festival period the provider changed the schedule so staff could observe their religious beliefs if needed. Staff had equality and diversity training, this meant that had a good understanding of this subject and could put the learning into practice.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. Effective governance systems were in place to ensure the quality of care is checked and any issues are addressed in a timely manner. The provider shared with us audits and action plans to improve the service. For example, staff were provided with specialist training to enable them to do their role more effectively. Staff spoke positively about the additional training and how they had a better understanding about this topic. People and relatives gave the service positive feedback following reviews of their care plans. This formed part of the overall improvement plan for the service.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. The provider has strong links to the local community. The provider worked well with health care professionals such as the GP, occupational therapist and mental health teams. In addition, they developed other important links. For example, with the local food bank and voluntary sector. These links were beneficial for people using the service, it meant they could access a wide range of support when required.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. The provider told us they were open to making improvements in the service. There was a service improvement plan in place which was updated and monitored regularly. Actions were recorded and updated as they were achieved. For example, specialist training has been provided for all staff who delivered care. This meant people could be assured that staff had the right skills and qualifications for their role.